AccountId: 011433970860
ContactId: ee2c3747-17ea-4fe5-b4f2-03459411bf67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129179 ms
Total Talk Time (AGENT): 70620 ms
Total Talk Time (CUSTOMER): 34654 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ee2c3747-17ea-4fe5-b4f2-03459411bf67_20250407T18:22_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling on behalf of Homestead Hospital to verify member eligibility and benefits for an emergency room visit.
[AGENT][NEUTRAL] I can help with eligibility and the benefits, and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII], initial to my last name [PII].
[AGENT][NEUTRAL] Thank you, [PII], what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 25795005
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] I do appreciate that. If I can have a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, for emergency room, um, visits, we will pick up the deductible, co-payment or co-insurance from their major medical, up to $3150. That is just a verification of the benefits, not a guarantee of payment. And as of the current year, [PII] has not used any of his benefits, so that should all be available.
[AGENT][NEUTRAL] Is there anything else at all I can tell you about the policy like where to send the claim or?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, uh, I just need to know what is the group name and group number?
[AGENT][NEUTRAL] Uh, let's, yes, the group name on this, excuse me, sorry. OK, first of all, the group number is 26177, and the group name on this is Quest Group.
[AGENT][NEUTRAL] Search.
[CUSTOMER][NEUTRAL] Did you say Quest Group?
[AGENT][NEUTRAL] Quest, uh huh.
[CUSTOMER][NEUTRAL] Quest group alrighty and uh do you provide call reference numbers?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference.
[CUSTOMER][POSITIVE] Alrighty, I thank you for your time today.
[AGENT][POSITIVE] Mhm thanks for contacting AP have a good.